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Question No : 1
- Details of the service level agreement (SLA) pertaining to the incident
- Chronological order of steps to resolve the incident
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Question No : 2
A. Performance analysis
B. Recording configuration items
C. Monitoring services
D. Defining roles and responsibilities
Question No : 3
- The experience of staff
- Records of user behaviour
- Supplier's abilities and requirements
- User skill levels
A. The forward schedule of change
B. The service portfolio
C. A configuration management database (CMDB)
D. The service knowledge management system (SKMS)
Question No : 4
Question No : 5
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption to service or a reduction in the quality of service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Question No : 6
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Question No : 7
A. The design of the service portfolio, including the service catalogue
B. The design of new or changed services
C. The design of market spaces
D. The design of the technology architectures
Question No : 8
A. A service level agreement (SLA)
B. A request for change (RFC)
C. The service portfolio
D. A service description
Question No : 9
- Defining the process strategy
- Assisting with process design
- Improving the process
- Performing all activities involved in a process
A. 2, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
Question No : 10
A. To build, test and deliver the capability to provide the services specified by service design
B. To ensure that each release package specified by service design consists of a set of related assets and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
Question No : 11
- The services
- The architectures
- The configuration items
- The processes
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Question No : 12
A. Incident management
B. Service asset and configuration management
C. Capacity management
D. IT service continuity management
Question No : 13
A. The service level management
B. The IT service continuity management
C. The service catalogue management
D. The supplier management
Question No : 14
A. One which directly supports the business processes of customers
B. A service that cannot be allowed to fail
C. One which is not covered by a service level agreement
D. A service not directly used by the business
Question No : 15
- Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
- Enabling the service provider to respond quickly and effectively to changes in the business environment
- Reduction in the duration and frequency of service outages
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only